At Tracy Thorne Estates, we pride ourselves on providing exceptional customer service, but we understand that sometimes things don’t go as planned.
If you feel that we’ve fallen short of your expectations, we want to know. Your feedback helps us improve, and we are committed to resolving complaints fairly, transparently, and as quickly as possible.
1. Informal Resolution (Step One)
Please contact the team member you’ve been dealing with directly. Most issues can be resolved quickly and informally, and we will always do our best to put things right as soon as possible.
📞 Call: 0208 304 0997
📧 Email: property@tracythorne-estates.com
2. Formal Complaint (Step Two)
If you’re not satisfied with the initial response, please put your complaint in writing and address it to:
Tracy Thorne
Director
Tracy Thorne Estates
1 Royal Parade Mews, Chislehurst, BR7 6TN
✉️ property@tracythorne-estates.com
Please include:
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Your full name and contact details
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A clear description of the issue
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The steps you’ve already taken
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What outcome you’re seeking
We will:
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Acknowledge your complaint within 3 working days
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A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint
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If further investigation is required, we will keep you updated with expected timescales
3. Still Not Happy? (Step Three)
If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge, You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.
📞 01722 333306
🌐 www.tpos.co.uk
📧 admin@tpos.co.uk
We are fully committed to The Property Ombudsman’s Code of Practice and will comply fully with their decisions.
4. Client Money Protection
We are a member of Propertymark Client Money Protection Scheme, ensuring your money is always protected.
